The latest release of the world’s #1 cloud
customer experience platform delivers new voice of the customer
product, innovative Workforce Optimization updates, Omnichannel
Routing enhancements, and seamless UCaaS integrations
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced the NICE inContact CXone Spring 2018 release with new
capabilities to enable organizations of all sizes to win in the
experience economy. To continuously improve customer interactions
across the customer journey, contact centers will be empowered
to:
- Gain deeper voice of the customer (VoC)
insights with new CXone Feedback Management
- Strengthen agent engagement with
workforce optimization (WFO) innovations
- Elevate omnichannel customer
experiences with enterprise enhancements
- Collaborate more easily across
customer-facing teams with a seamless user experience between
unified communications as a service (UCaaS) partners and contact
center as a service (CCaaS)
“The latest release of NICE inContact CXone demonstrates our
commitment to enable contact centers to win in the experience
economy by leveraging advanced, unified capabilities across the
CXone cloud platform,” said Paul Jarman, CEO, NICE inContact,
“Richer insights into customer experiences, more effective
collaboration for customer-facing teams, and a more streamlined
agent experience combine to help organizations achieve their goals
and deliver exceptional customer experiences.”
Gain Deeper Customer Experience Insights Across Channels with
New CXone Feedback Management
CXone Feedback Management provides omnichannel customer surveys
that deliver in-depth analytics, as well as benchmarking
capabilities and best practice training. Interactive dashboards
present rich analytics from customer experience surveys so that
insights are easy to understand and act on. Users can gather
unbiased feedback from customers via a wide range of communication
channels including email, interactive voice response (IVR),
SMS/text, and web. CXone Feedback Management is now integrated with
NICE inContact CXone cloud customer experience platform.
CXone Feedback Management is built by the experts at NICE
Satmetrix, co-creator of the Net Promoter Score® (NPS®) and the
most trusted source for insight and data on what customers think of
your performance. This is the first time NICE Satmetrix technology
has been made available for voice surveys via IVR, resulting in
higher response rates and expanded insights with near real-time
speech to text transcription. Leveraging this market-leading
technology and knowledge base, CXone Feedback Management enables
customers to derive the greatest possible value from their voice of
the customer program. Customers can also compare their performance
to industry peers with easy, unlimited access to NPS benchmarking
data and access best practice training on customer feedback
programs from within the solution.
Strengthen Employee Engagement and ROI with Innovative WFO
Updates
The spring 2018 release of CXone delivers several innovative
updates to provide a seamless agent experience across workforce
optimization, omnichannel routing, and CRM. Contact centers that
have fully embraced moving to the cloud, as well as organizations
that are taking an incremental cloud approach can benefit from
CXone.
Flexible deployment options with NICE inContact CXone empower
contact centers to take the path to the cloud that makes the most
sense for their business today – or in the future. Now CXone
provides innovative deployment options for organizations looking to
move to the cloud while maintaining components of their on-premises
systems. For companies with on-premise NICE WFO systems, CXone
Omnichannel Routing and CXone Analytics cloud products can be
integrated with their current NICE WFO system to keep interaction
recording and quality management on-premises, maintaining local
control over recordings and continuing to leverage their current
investment. Another option—now available with CXone Workforce
Optimization Pro—is for companies with traditional on-premises
telephony systems from leading PBX providers who want to take their
first step to the cloud with WFO while leveraging their current PBX
or on-premises ACD investment.
CXone Workforce Optimization (WFO) Pro unlocks the potential of
your team to deliver exceptional customer experience and empowers
contact center leaders to improve employee engagement and
productivity. As a modern cloud suite, designed from the ground up
to provide a unified experience for agents, supervisors, and
managers, contact centers can significantly accelerate the time to
get new employees productive and reduce turnover. Spring release
highlights of CXone WFO Pro include:
- Reduce training costs with a faster
time to proficiency for new agents. An intuitive, unified agent
desktop across WFO, contact center, and CRM systems, the suite is
easy to learn and helps agents stay focused and more productive.
Self-service coaching modules and proactive notifications of
performance evaluations replaces class-room sessions and lets
agents learn at their own pace, even between interactions.
- Boost agent engagement with agent
self-service features from within their customer interaction
interface, either CXone or CRM. Proactive notifications along with
seamless access to view schedules, submit and manage time-off
requests, bid on shift assignments, see performance evaluations,
listen to calls, create self-assessments, and review assigned
coaching packages boosts engagement by empowering agents with more
control over their day-to-day work life.
Elevate Omnichannel Customer Experiences with Enterprise
Enhancements
Building upon its continued success as the preferred cloud
customer experience platform for enterprise customers, CXone has
announced additional enhancements for Omnichannel Routing that
benefit both large enterprise contact centers and mid-market
organizations. Highlights include:
- NICE inContact CXone is the first cloud
contact center solution to receive FedRAMP Authorization to Operate
(ATO). CXone meets stringent, federally mandated security,
reliability, availability, and performance requirements.
- Security improvements include expanded
multi-factor authentication options.
- Analytics-based routing uses artificial
intelligence (AI) services, including natural language processing
(NLP) and sentiment analysis, to prioritize and route digital
channels. Contact centers can now use the full power of CXone
Interaction Analytics Pro to customize topics and categories used
by the AI engine.
Enhance Collaboration for Customer-Facing Teams with a
Seamless User Experience Across UCaaS/CCaaS
NICE inContact CXone customers have access to a pre-integrated
contact center and unified communications cloud solution from
leading telecommunications carriers and unified communications as a
service (UCaaS) providers. The latest release enables UCaaS
partners to provide a consistent look and feel plus advanced
integration tools for presence and data synchronization, improving
the collaborative experience inside the contact center and across
the whole organization.
Seamless unified communications as a service (UCaaS) integration
with NICE inContact CXone gives agents easy access to subject
matter experts (SMEs) across the business. To save time seeking
assistance, agents can see who is and is not available with
automatic presence synchronization between UCaaS and CCaaS systems.
Organizations can also route interactions to informal agents
outside of the contact center, expanding customer service resources
and speeding issue resolution.
About NICE inContact CXone
NICE inContact CXone is the leading cloud customer experience
platform. Only CXone unifies Omnichannel Routing, Analytics,
Workforce Optimization, and Automation & Artificial
Intelligence – providing a seamless customer and agent experience –
as part of one enterprise-grade, cloud native platform. With its
Open Cloud Foundation, CXone powers rapid innovation via open APIs,
leading scalability and reliability (guaranteed 99.99 percent
uptime), and carrier-grade connectivity (guaranteed voice
quality).
About NICE inContact
NICE inContact is the cloud contact center software leader with
the world’s No. 1 cloud customer experience platform. NICE
inContact CXone combines best-in-class Omnichannel Routing,
Workforce Optimization, Analytics, Automation and Artificial
Intelligence on an Open Cloud Foundation. NICE inContact’s solution
empowers organizations to provide exceptional customer experiences
by acting smarter and responding faster to consumer expectations.
NICE inContact’s DEVone developer program is an extensive partner
ecosystem, providing applications from partner companies on the
CXexchange marketplace that are designed to integrate with CXone.
NICE inContact is recognized as a market leader by Gartner, Ovum,
IDC, Frost & Sullivan, and DMG. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), the
world’s leading provider of both cloud and on-premises enterprise
software solutions that empower organizations to make smarter
decisions based on advanced analytics of structured and
unstructured data. NICE helps organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 25,000 organizations in more than 150
countries, including over 85 of the Fortune 100 companies, are
using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks. Net Promoter, Net Promoter
System, Net Promoter Score, NPS and the NPS-related emoticons
are registered trademarks of Bain & Company, Inc.,
Fred Reichheld and NICE Systems, Inc.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Paul Jarman are based on the current beliefs, expectations and
assumptions of the management of NICE Ltd. (the Company). In some
cases, such forward-looking statements can be identified by terms
such as believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20180430005482/en/
NICE inContactCorporate MediaCheryl Andrus, +1 801
320 3646cheryl.andrus@niceincontact.comorInvestorsMarty
Cohen, +1 551 256 5354ir@nice.com, ETorYisca Erez, +972 9 775
3798ir@nice.com, CET
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